Results That Last : Hardwiring Behaviors That Will Take Your Company to the Top

Praise For Results That Last "Quint Studer is a superb communicator with a deep belief in the power of relationships. His informal tone, sense of humor, and real-world stories bring his business principles to life. Results That Last has a vital, optimistic quality that will keep readers re-reading long after other leadership books have been relegated to a dark corner of the shelf." --Nido Qubein, author of How to Get Anything You Want; President, High Point University; Chairman, Great Harvest Bread Company; and founder, National Speakers Association Foundation "Results That Last is long overdue and fills a big gap in effective business management. There are legions of books that show us the way to achieve successful results in business, but very few that teach us how to institutionalize success. In reality, achieving success is the easy part. The real challenge is to achieve results that last. Quint Studer not only proves it is possible to hardwire a culture for lasting results, but lays out a simple, logical, and effective way to do so. Anyone who wants to make success a habit needs to read this book." --Bob MacDonald, former CEO, Allianz Life of North America and author of Beat the System: 11 Secrets to Building an Entrepreneurial Culture in a Bureaucratic World "I have always been fascinated by how the various parts of an organization work together to achieve strategic objectives. In Results That Last, Quint Studer explores the complex subject of performance improvement in a fresh, readable, and easy-to-grasp way. By standardizing certain business practices and leader behaviors, any company in any field can create an environment that allows it to achieve and sustain long-term results." --David F. Giannetto, coauthor of The Performance Power Grid: The Proven Method to Create and Sustain Superior Organizational Performance RESULTS THAT LAST......Page 5 Contents......Page 9 Introduction......Page 13 KEY TACTICS......Page 19 Why This Chapter Is Important......Page 21 LOW PERFORMERS COME IN MANY SHAPES AND SIZES......Page 23 HOW DO THEY DAMAGE? LET US COUNT THE WAYS . . .......Page 25 WHO’S WHO IN TERMS OF PERFORMANCE......Page 26 SCHEDULE THE CONVERSATIONS......Page 28 SUBTRACTION REALLY IS ADDITION......Page 38 WHAT YOU’VE ACCOMPLISHED......Page 39 KEY POINTS FOR HARDWIRING RESULTS......Page 41 Why This Chapter Is Important......Page 43 WHAT EMPLOYEES WANT: FIVE GOOD REASONS TO ROUND......Page 45 ROUNDING 101: NINE SIMPLE STEPS FOR GETTING STARTED......Page 48 KEY POINTS FOR HARDWIRING RESULTS......Page 50 Why This Chapter Is Important......Page 53 THE WE/THEY PHENOMENON......Page 55 THE ART OF MANAGING UP......Page 58 WELL-HANDLED HANDOFFS— AND THEIR PAYOFFS......Page 61 MANAGING UP TO REDUCE ANXIETY......Page 63 CREATING THE CULTURAL SHIFT......Page 64 KEY POINTS FOR HARDWIRING RESULTS......Page 68 THE CORE......Page 71 Why This Chapter Is Important......Page 73 THE ORGANIZATIONAL FLYWHEEL......Page 75 SELF-MOTIVATION......Page 76 PRESCRIPTIVE TO-DO’S......Page 78 THE FIVE PILLARS OF EXCELLENCE......Page 80 HELPING EMPLOYEES CONNECT THE DOTS......Page 86 KEY POINTS FOR HARDWIRING RESULTS......Page 90 Why This Chapter Is Important......Page 93 TAKE A CUE FROM YOUR FINANCE LEADERS......Page 95 CONSISTENCY EQUALS SUSTAINABLE RESULTS......Page 96 WHY LEADERS DON’T STANDARDIZE BEHAVIORS......Page 99 SIX WAYS TO REDUCE LEADERSHIP VARIANCE......Page 102 A PROCESS FOR TRANSFORMATION......Page 103 KEY POINTS FOR HARDWIRING RESULTS......Page 105 Why This Chapter Is Important......Page 107 MEASUREMENT ALIGNS BEHAVIORS......Page 108 MEASUREMENT AS A DIAGNOSTIC AND PROCESS-IMPROVEMENT TOOL......Page 109 WHAT GETS MEASURED GETS IMPROVED......Page 110 HOW OFTEN DO WE MEASURE?......Page 112 GOOD TO GREAT: MOVING 4s TO 5s......Page 114 TRANSPARENCY: HELPING PEOPLE UNDERSTAND THE METRICS......Page 116 FINANCIAL TRANSPARENCY IS A RELATIVELY NEW VALUE......Page 117 RETURN ON INVESTMENT......Page 119 KEY POINTS FOR HARDWIRING RESULTS......Page 121 Why This Chapter Is Important......Page 123 HOLDING LEADERS ACCOUNTABLE......Page 125 HOW DOES THE LEADERSHIP EVALUATION TOOL WORK?......Page 127 HOW TO ROLL OUT THE LEADERSHIP EVALUATION TOOL......Page 129 THE 90-DAY PLAN......Page 132 RETURNING THE ORGANIZATION TO A SENSE OF PURPOSE......Page 138 KEY POINTS FOR HARDWIRING RESULTS......Page 139 Why This Chapter Is Important......Page 141 LEADER DEVELOPMENT IS A MUST......Page 142 A CRITICAL KEY TO EMPLOYEE RETENTION......Page 144 PRINCIPLES FOR DEVELOPING LEADERS......Page 147 LEADERSHIP DEVELOPMENT INSTITUTES (LDIs): THE SECRET TO HARDWIRING LEADERSHIP TRAINING......Page 150 Who Runs the LDI?......Page 152 KEY POINTS FOR HARDWIRING RESULTS......Page 156 EMPLOYEE TACTICS......Page 159 Why This Chapter Is Important......Page 161 BUILDING BLOCKS OF EMPLOYEE SATISFACTION......Page 163 NINE WAYS TO GET STARTED......Page 165 KEY POINTS FOR HARDWIRING RESULTS......Page 176 Why This Chapter Is Important......Page 179 WE ALL HAVE A WHAT......Page 180 YOUR EMPLOYEES’ WHAT......Page 181 IN HOT WATER: A STORY OF WHAT DISCOVERY......Page 182 PURSUING THE WHATS......Page 186 KEY POINTS FOR HARDWIRING RESULTS......Page 187 Why This Chapter Is Important......Page 189 THE IMPACT OF SELECTION AND THE FIRST 90 DAYS......Page 192 PEER INTERVIEWING: A VITAL SKILL FOR HIRING THE RIGHT PEOPLE......Page 193 THE STEP-BY-STEP PROCESS OF PEER INTERVIEWING......Page 194 THIRTY-AND NINETY-DAY NEW-EMPLOYEE MEETINGS......Page 197 Four Key Questions for the 30-Day Meeting......Page 199 Additional Questions for the 90-Day Meeting......Page 201 KEY POINTS FOR HARDWIRING RESULTS......Page 203 Why This Chapter Is Important......Page 205 THE RICH BENEFITS OF EMPLOYEE OWNERSHIP......Page 206 THE DIFFERENCE BETWEEN RENTERS AND OWNERS......Page 208 STRATEGIES TO TRANSFORM RENTERS INTO OWNERS......Page 209 SETTING REASONABLE EXPECTATIONS......Page 211 KEY POINTS FOR HARDWIRING RESULTS......Page 216 Why This Chapter Is Important......Page 217 MOVING BEYOND THE SUGGESTION BOX......Page 219 KEY POINTS FOR HARDWIRING RESULTS......Page 226 Why This Chapter Is Important......Page 229 REWARD AND RECOGNITION CHANGE AS YOU MATURE......Page 232 WHAT HOLDS US BACK?......Page 234 THE AMAZING POWER OF REWARD AND RECOGNITION......Page 235 HARDWIRING THANK YOU NOTES......Page 236 HOW TO SCHEDULE AND IMPLEMENT REWARD AND RECOGNITION......Page 238 KEY POINTS FOR HARDWIRING RESULTS......Page 240 Why This Chapter Is Important......Page 243 THE POWER OF HERO RECOGNITION......Page 245 HOW TO FIND DIFFERENCE MAKERS......Page 247 KEY POINTS FOR HARDWIRING RESULTS......Page 248 CUSTOMER TACTICS......Page 251 Why This Chapter Is Important......Page 253 A POWERFUL TOOL FOR BUILDING A SERVICE CULTURE......Page 256 CREATING YOUR OWN STANDARDS OF BEHAVIOR......Page 257 WHY STANDARDS WORK......Page 263 THE POWER OF KEY WORDS......Page 264 THE LOYALTY FACTOR......Page 265 KEY POINTS FOR HARDWIRING RESULTS......Page 266 Why This Chapter Is Important......Page 269 PRE-AND POST-VISIT CALLS EXCEED CUSTOMER EXPECTATIONS......Page 271 CUSTOMER SERVICE AND THE BOTTOM LINE (PROOF THAT THESE CALLS WORK)......Page 272 A TECHNIQUE FOR ALL TYPES OF BUSINESS......Page 275 COMMON QUESTIONS ABOUT PRE-AND POST-VISIT CALLS......Page 276 DEVELOPING KEY WORDS FOR PRE-CUSTOMER-VISIT CALLS......Page 278 DEVELOPING KEY WORDS FOR POST-CUSTOMER-VISIT CALLS......Page 280 KEY POINTS FOR HARDWIRING RESULTS......Page 282 Why This Chapter Is Important......Page 285 THE IMPORTANCE OF ASKING......Page 287 ROUNDING ON CUSTOMERS......Page 288 THE THREE FACES OF ROUNDING......Page 291 CUSTOMER ROUNDING REALLY WORKS......Page 296 KEY POINTS FOR HARDWIRING RESULTS......Page 297 Why This Chapter Is Important......Page 299 DEVELOPING YOUR KEY WORDS......Page 302 THE AIDET APPROACH TO SERVICE......Page 303 KEY POINTS FOR HARDWIRING RESULTS......Page 311 About Studer Group......Page 313 Other Leadership Books By Quint Studer and Studer Group......Page 315 Index......Page 317

Business results that truly last don't come from products and services or particular employees and leaders, no matter how good they are. Products change and evolve; people come and go. What really leads to sustainable business results over time is quality leadership—not leaders, but leadership. Consistently excellent leadership is the key to long-term success and profitability. But how do you develop it?

In Results That Last, "Master of Business" Quint Studer shows you how to build an organizational culture that develops great leaders today and instills the mechanisms and the mindset that will continue to foster great leadership tomorrow. Studer pre-sents the most effective leadership practices and shows you how to apply them across every group, department, or division, resulting in improved leadership and performance on the individual, group, and organizational levels.

The practical and proven tools and techniques Studerreveals are designed to align your goals, behaviors, andprocesses in a way that virtually guarantees leadership excellence, vastly improved customer relations, and organizational outcomes. The Results That Last methodology provides real, workable solutions that help you:

• Standardize the behavior and responses of leaders to ensure a consistent experience for employees and customers
• Align processes to lessen confusion andincrease effectiveness
• Bring leaders in line with organizational goalsand values
• Adopt and master key tactics like Rounding for Outcomes and Managing Up
• Determine what employees need and want from leadership and how to deliver it, creating better morale and increased personal accountability
• Employ an objective evaluation system that keeps leaders on track to reach organizational goals and achieve personal excellence

Results That Last helps you develop standardized leadership practices that will survive in your organization much longer than any individual leader or team. The result is better strategy, better employee and customer relations, and bigger long-term profits. With the right practices in place, your organization's success won't depend on individuals. Instead, excellence will be hardwired into your culture—giving you a sustainable, tangible advantage over the competition.

Business results that truly last don't come from products and services or particular employees and leaders, no matter how good they are. Products change and evolve; people come and go. What really leads to sustainable business results over time is quality leadership--not leaders, but leadership. Consistently excellent leadership is the key to long-term success and profitability. But how do you develop it? In Results That Last, "Master of Business" Quint Studer shows you how to build an organizational culture that develops great leaders today and instills the mechanisms and the mindset that will continue to foster great leadership tomorrow. Studer pre-sents the most effective leadership practices and shows you how to apply them across every group, department, or division, resulting in improved leadership and performance on the individual, group, and organizational levels. The practical and proven tools and techniques Studerreveals are designed to align your goals, behaviors, and processes in a way that virtually guarantees leadership excellence, vastly improved customer relations, and organizational outcomes. The Results That Last methodology provides real, workable solutions that help you: Standardize the behavior and responses of leaders to ensure a consistent experience for employees and customers Align processes to lessen confusion andincrease effectiveness Bring leaders in line with organizational goalsand values Adopt and master key tactics like Rounding for Outcomes and Managing Up Determine what employees need and want from leadership and how to deliver it, creating better morale and increased personal accountability Employ an objective evaluation system that keeps leaders on track to reach organizational goals and achieve personal excellence Results That Last helps you develop standardized leadership practices that will survive in your organization much longer than any individual leader or team. The result is better strategy, better employee and customer relations, and bigger long-term profits. With the right practices in place, your organization's success won't depend on individuals. Instead, excellence will be hardwired into your culture--giving you a sustainable, tangible advantage over the competition